Team Lead

About the Role:

We are looking for a Customer Service Team Leader with strong experience in voice operations to oversee a team handling customer queries and ensure service excellence. The role requires leadership in queue management, stakeholder collaboration, and performance monitoring.

Key Responsibilities:

• Team & Queue Management:
• Supervise customer service representatives handling voice queries.
• Ensure tasks are completed within set timelines.
• Monitor utilization and address operational blockers.
• Stakeholder Management:
• Serve as the primary point of contact for cross-functional teams.
• Collaborate with team leads and stakeholders to resolve escalations.
• Technical & Process Support:
• Ensure adherence to standard operating procedures (SOPs).
• Provide guidance on troubleshooting and issue resolution.
• Reporting & Documentation:
• Maintain accurate records of customer interactions and resolutions.
• Develop detailed reports for internal and external stakeholders.
• Continuous Improvement:
• Stay updated with the latest tools, processes, and industry best practices.
• Analyze operational data to identify trends and areas for improvement.

Required Skills & Qualifications:

Experience: 2-3 years in a international BPO voice process with hands-on team management experience.

Communication: Excellent written and spoken English.

Technical Knowledge: MS Office, CRM tools, call center software.

Analytical Skills: Ability to analyze data, generate reports, and derive insights.

Interpersonal Skills: Strong stakeholder management and decision-making abilities.

Preferred (Good-to-Have) Skills:

• Advanced data analysis & dashboard management experience.
• Exposure to process automation tools.